Skip to main content

FAQs

Booking a Ticket

Making sense of the seating plan

The Stalls is the name we use for the ground floor in the main auditorium. In the case of His Majesty’s Theatre this is one level lower than the main entrance. Street level is called the Dress Circle, the next floor up is called the Upper Circle. The top floor is called the Balcony.  

Seating at the Lemon Tree Lounge and Studio are not reserved and are all one level. 

The Music Hall stalls are sometimes seated and others standing depending on the event so please always check this prior to booking. The upstairs is called the balcony and it will always be seated. 

 

What does restricted view mean?

Some seats are classed as ‘Restricted View,’ this means that a structural feature, such as a pillar or handrail, or seating at an angle that may partially block your view of the stage. Degrees of restriction vary, but your view of the stage is never completely impeded. You will always be told if you are booking a restricted view seat before you purchase it.  

If you are booking online look out for a little ‘i’ icon. This stands for information and will either be informing you of a restricted view or restricted leg room seat.   

 

How do I access priority booking?

If you have a friend’s membership you will receive exclusive priority booking to numerous events across our venues. To access these please ensure you are logged into our website using the email address your membership is linked to. 

For more information on becoming a friend click here. 

 

I’m having trouble logging in.

We appreciate how frustrating this can be. It may be due to your login details or browser. We have listed some tips below: 

  • Your username will be your email address – make sure there is no space at the end. 
  • If you cannot find your password, you can always try resetting your password. 
  • Try clearing your web history or using an alternate browser. 

If you are still having no joy, then please EMAIL US.

 

 

Your Order

Where can I find my order number?

To check your orders online, log into the website and click ‘My Account’ in the top right-hand corner of the screen. You will see a list of options, click into ‘Orders’ to see a list of your order history. Your Order number will be a mix of letters and numbers broken up by two hyphens, it will likely start 19- 20- or 21.  

You can also find your order number on your conformation email, or beside your name on the stub of the physical ticket (the bit we tear off). 

If it has been over 48 hours and you have not received an order confirmation email and you have already checked your spam or junk folder please EMAIL US.

 

My name is on the ticket, but someone else is going to the event. Will that be a problem?

Not a problem unless it has been stated explicitly for a specific event. This means that you can purchase tickets as gifts, however tickets are non-refundable so please make sure the recipient is available and has not already booked tickets. If in doubt, opt for a gift voucher. 

 

Do you sell gift vouchers? 

We do, in any denominations required. Unfortunately, Gift Vouchers cannot be extended beyond their expiry date. However due to the Covid-19 pandemic, we have increased the time these are valid for from 12 months to 24 months.  

These vouchers can be used to buy tickets for any performances we are selling for and can be both purchased and redeemed, in person at Box Office over the phone or online.  

 

How do I redeem my gift voucher? 

Start by logging into our website and clicking ‘Gift Voucher’ in the top right-hand corner. Then click on ‘redeem a gift,’ input your long voucher number and click ‘redeem gift.’ 

 

Where can I view my account credit? 

To check your account credit balance log into the website and click ‘My Account’ in the top right-hand corner of the screen. You will see a list of options, click into ‘Account Credit’ to check your balance. You will also be able to see your history of used and expired credit. 

 

Can I get a refund or exchange my tickets? 

Tickets are non-refundable unless the event has been cancelled, postponed, or rescheduled. Personal expenses including but not limited to travel and accommodation are booked at your own risk and will not be compensated. It is your responsibility to check your tickets; mistakes cannot always be rectified. 

Tickets can be exchanged for alternative dates of the same production. Tickets must be to the value of, or higher than the original seats (an admin fee of £2 per ticket will apply). Original tickets must be returned before an exchange can be processed. Read our full Terms and Conditions here. 

 

The event I’ve booked has been cancelled, what do I do now?

Please be patient, our team will be in touch to give you your refund options. This is usually in the form of an email however may be a text message or phone call. If your details change, please LET US KNOW.

Personal expenses including but not limited to travel and accommodation are booked at your own risk and will not be compensated. Read our full Terms and Conditions here. 

Your Delivery

When will I receive my tickets? 

All tickets are issued as electronic tickets which can be viewed by logging into your account. We will email e-tickets to you prior to your performance. You can download your ticket to your device in advance so we can scan it arrival. If you requested a printed ticket from Box Office and opted for post, tickets are normally despatched within the week, however this may be longer during busy periods. Postage will be charged at £1.50.

If you do not receive your tickets or need to change your delivery details, please CONTACT US.

 

I want to collect in person, where do I do that?

If you requested a printed ticket from box office and opt to collect your tickets in person, you can collect them from the Box Office counter at any of our three city centre venues, please find the addresses and opening hours here .

Please have your order number to hand and ensure you can confirm the name and address details for the booking.

Remember, if you are collecting tickets before the show, there can sometimes be a queue, so please leave plenty of time. If you happen to collect them while another show is going in, again there may be a wait.

 

What if the tickets I’ve ordered don’t arrive in time? 

If you want to gift tickets but do not want to print your e-tickets or you have not yet received your tickets, please print off this Save the Date invitation. 

Just a gentle reminder, our tickets are non-refundable so please make sure the recipient is available and has not already booked tickets. To see options for exchanging tickets please read our full Terms and Conditions here. However, if in doubt, opt for a gift voucher.  

 

What is an e-ticket?

An e-ticket is a PDF ticket attached to an email, which you can open on your phone. It contains a unique code which is scanned upon entering our venues. There is no need to print these, they can be shown on your phone. Simply download the PDF e-tickets to your phone and display them to our staff when you arrive at the venue. 

 

I do not have a smart phone, how does print at home work?  

Do not worry if you do not have a smart phone. You can still download the PDF e-ticket from your email and select the option to print. Tip: Ensure all pages are selected to be printed and that your printer has enough ink to print the bar codes clearly. 

 

I’ve deleted my e-ticket

Not to worry, you can redownload these. Log into the website and click ‘My Account’ in the top right-hand corner of the screen. You will see a list of options, click into E-tickets to see a list of your PDF e-tickets.  

Discounts

What discounts are available? 

Discounts vary greatly from show to show for concessions and groups. We also have exclusive discounts for our friends members, such as 2-for-1 opening nights, find out more about becoming a friend and the benefits included here. 

 

Is a concession rate offered? 

If concession discounts are available, they will be available when you select your ticket type. Instead of just having ‘standard’ option you will see a list of available concessions. These may include: Under 16 (child), Over 60’s, Student, Registered Disabled, Companion and Unemployed. 

Where a concession is claimed, proof of identity and concession entitlement may be required to purchase the ticket and upon entry to the event e.g., age or student status. 

 

What is a standby ticket? 

Standby tickets are occasionally available at His Majesty’s Theatre for over 60’s on the day of the performance. These tickets are at a reduced rate and are not available in the front stalls or dress circle. Standby tickets are subject to availability and sell out fast.  

 

Do schools and groups receive a reduced rate? 

A discounted group rate is available for most midweek performances at His Majesty’s Theatre and applies to groups of 10 or more customers. These can be booked by contacting Box Office, a 10% deposit is required to secure your reservation and full payment within 30 days. 

School rates tend to be for weekday matinee performances at His Majesty’s Theatre, however please CONTACT US for more information.

If you are visiting one of the venues with a group of more than 10 people, you can pre-order your ice-cream for the interval.Email for more information

Payment and Security

What payments do you accept? 

We accept the following debit/credit cards: Visa, Visa Debit, Visa Electron, Mastercard, Switch/Maestro, Delta and PayPal. Please note that we do not except personal cheques. Company cheques should be made payable to Aberdeen Performing Arts. 

 

Can I use my Friend’s card to pay? 

No, this is considered fraud. It must be your own payment card. Our security measures mean that the card used to make the purchase must be registered to the address of the person booking the tickets. This is to protect our customers from fraudulent use of their credit or debit cards. 

 

What happens to my card details? 

We use these details only to process your booking; as soon as your booking has been processed, your details are encrypted and are not stored on our system unless you opt into this. 

 

How can I update my stored card details?

To update your payment card online, log into the website and click ‘My Account’ in the top right-hand corner of the screen. You will see a list of options, click into ‘Payment Cards’ here you will have the option to add a new card, or delete any stored cards. 

 

What do you use my personal details for? 

We will never share your details with anyone else. We store your personal contact details so that we can communicate with you, advising you of any changes to your bookings e.g., change in start time or a show cancellation.  

You can also opt in to be contacted by our marketing team, with information on upcoming events that might be of interest to you. If you are receiving marketing emails but would like these to stop, you have the option to click unsubscribe on any emails from us.  

 

If I have account credit, is it used automatically when I place my order?

No, it is not automatic. Please make sure when you reach the payment stage that you select ‘account credit’ as your payment method.

  

What is a booking fee and why do I pay it? 

Booking fees of £2.50 apply for His Majesty’s Theatre and Music Hall performances, 10% of ticket price at the Lemon Tree and 12.5% for outside party venues apply across website, phone lines and box office counters. Booking fees for other venues may vary. This booking fee helps to ensure our theatre as a sustainable business. 

We are a registered charity, and the booking fee helps us cover all our costs. Our share of revenue we take from the ticket price would not allow us to do this sufficiently. We want to provide the best and most convenient ticket box office service for our customers and to make this possible it takes considerable resource, both in terms of staffing and investment in new ticket technologies. The booking fee enables us to ensure that you will enjoy the best possible customer experience when you buy tickets from us, now and in the future, as well as enabling us to continue to offer a varied range and high quality of programming. 

Our booking fees are among the most competitive in the industry and we strive to keep them low to ensure you get to see all your favourite shows whilst allowing us to cover our costs. We also ensure that all costs are included in the advertised ticket price so there are no surprises for you when purchasing at the box office. Postage is the only addition if you choose this method of delivery.